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At BrokerLink, we pride ourselves on the connections we make with customers, and we’re here to provide excellent customer service.
If you have any concerns, we encourage you to review the following steps to resolve it:
When you have a concern, we recommend that you start at the source. Speak to the representative of the department involved, for example: your broker, insurance advisor, producer etc . It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.
Gather the facts. We recommend that you have all relevant information handy prior to contacting your broker , such as:
If your complaint is not resolved after completing Step 1, you can escalate the matter to the department manager. The BrokerLink employee you’re speaking with will be able to provide you with the contact details of the department manager.
Please have all the relevant information available prior to contacting the BrokerLink manager, including:
If your concern remains unresolved, the BrokerLink manager will escalate your concern to the Customer Experience Team.
The BrokerLink Customer Experience Team will open a file and assign a representative to investigate your complaint and provide you with a final business decision.
If you remain dissatisfied after speaking to the Customer Experience Team, your concern may be escalated to the BrokerLink Ombudsperson for an independent review. Please note, the BrokerLink Ombudsperson will not review a concern that has not gone through Steps 1 and 3 above first.
Any concern escalated to the BrokerLink Ombudsperson should be made in writing. Please include the following information when escalating your concern:
The role of the BrokerLink Ombudsperson is to conduct an independent and impartial investigation of your concern. The objective of this investigation is to examine whether your file was handled fairly and appropriately.
The BrokerLink Ombudsperson will work with you to try and resolve your concern in a fair and impartial manner.
For concerns that are not easily resolved or require a full investigation, the BrokerLink Ombudsperson will provide you with a formal written response. A written response is usually completed within 30 business days, however, depending on the complexity of the issues, more time may be necessary to complete a thorough review of your file. You will be updated on the progress of your concern if more time is required.
When the BrokerLink Ombudsperson has reviewed your concern and provided you with a response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or information for further consideration.